Grievance Cell Head

RP Strativa Globals LLP · Remote, India

Grievance Cell Head

Location: Remote | Experience: 8–12+ years | Reports to: COO

About the Role

We're looking for a senior Trust & Safety / Escalations leader to build and run our Grievance Cell — leading, training, and managing a team of 30 responsible for closing out candidate queries and disputes following the overall assessment result. This team explains outcomes firmly and professionally, at volume, in line with defined policy. Success in this role is measured on consistent, correct policy enforcement — not on keeping every candidate happy.

What you'll own

• Hiring, training, and managing a 30-person team handling high-volume post-result candidate communication and dispute resolution
• Building scripts and standard responses for consistently explaining policy-bound outcomes across different result categories
• Ensuring every case reaches professional, policy-correct closure, even when the outcome isn't what the candidate wanted
• Personally handling escalated or difficult cases requiring additional seniority or judgment
• Monitoring case quality and volume, identifying recurring confusion points, and feeding insights back upstream to improve candidate communication earlier in the process
• Maintaining an independent escalation line directly to the COO for any pattern involving other functions
• Reporting case volume, resolution time, and recurring issue patterns to the COO

What we're looking for — hard requirement

• 8–12+ years in a function measured on consistent policy enforcement rather than satisfaction or retention scores — e.g., dispute resolution, claims denial, chargeback disputes, adverse-action/background-check rejection, insurance claim denial, or refund-ineligibility, at a high-volume organization
• Proven experience managing a large team (20–30+) delivering firm, non-negotiable, policy-bound outcomes at volume
• Demonstrated ability to hold consistently to policy under sustained pushback, across repeated conversations, without conceding case by case
• Strong script and training-development skills — able to build clear, consistent communication frameworks for a large team
• Calm, composed temperament under repeated difficult conversations, without personal wear-down or inconsistency across cases
• Note: Prior job title or company brand alone will not be treated as sufficient evidence of this skill. Shortlisted candidates will go through a live role-play assessment simulating an escalated, multi-round pushback conversation, plus a script-consistency exercise, as part of the interview process.

What we're looking for — good to have

• Experience specifically in refund-eligibility, claims, chargeback-dispute, insurance-denial, or adverse-action/background-check rejection functions — particularly where the outcome affects something personal to the individual (a job, a claim, a benefit), not just a transactional refund
• Prior experience building a Trust & Safety or Escalations function from the ground up
• Experience training others to deliver firm outcomes consistently, not just delivering them personally

Note to applicants: This is a policy-enforcement role, not a relationship-management role. We need someone genuinely comfortable delivering firm, unwelcome outcomes at scale, holding that line consistently across repeated pushback, and training a team of 30 to do the same — without needing every case to end with a satisfied candidate. The interview process will include a live simulated escalation call to assess this directly.